Had a terrible experience with the manager, Daniel, at the Diana Seafood Restaurant Markham location...
We were a party of 4 and 1 baby, celebrating a birthday. We brought an ice-cream cake (Jamoca Almond Fudge) bought from Baskin Robbins, and asked the hostess to put it in the freezer for us when we got there.
At the end of the meal, we got the bill first instead of the cake. We had to ask the servers twice to bring it. When the cake finally came, it had a nice sparkler candle but we didn't get the usual happy birthday song from the servers. We shortly found the reason why.
Our cake had deformed, it looked like shit, it friggin melted!! I called the same hostess I initially spoke with, and asked for the manager without telling her the reason.
Manager Daniel showed up at our table, he asked us how we were doing, and then started telling us there's something wrong with our cake. We didn't say a word about what our complaints were, but he already knew! He said it must have melted on our way to the restaurant. I said I don't live that far.
He went on saying it's their regular practise to look at the cake first, when it's received from the customer, and it was already melted, but they did put it into the freezer thereafter. I asked him why he didn't inform us then and why he's so defensive, he said it's not their responsibility because we brought the cake there. At that point he was getting upset, the birthday girl was getting upset and said if it's put into the freezer, it wouldn't have looked like that, perhaps the freezer is not working?! Manager Daniel then offered us to go check their freezer. (What's the point?)
We figured the conversation was getting no where, there were no apologies or anything, and instead we were being told it's our fault to bring a cake there. Manager Daniel walked away back to the bar at the back. From a distance he was seen talking to his colleagues, rudely finger pointing at our direction and all.
We saw our initial server at the end and told him the reason why we didn't leave a tip on the bill, we needed to voice our complaints to someone! We ended up giving him a tip in cash, as it wasn't his fault. During the conversation, manager Daniel came up to him angrily and pulled him to back and never returned. I guess he didn't want him to interact with us. Why would someone at a manger position do such a thing?
When we were leaving, manager Daniel stood behind the bar at the back, gave us a cocky smile and said have a good night from a distance.
This is not something we'd expect from your restaurant and have shared this experience on social media. Daniel needs to apologize to us for ruining our friend's birthday dinner and how poorly he acted!!